Free!Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedCompleted atask withouthaving to callanotherdepartmentExhibited the"Thankful"element ofMIPUsed Step-Up toPerform aHigh-riskRequestRepresentativeasks customera connectionquestionIssued areplacementcredit cardProvidedself-serviceoptions(OLB/MobileApp/ATM)Exhibited the"Welcoming"element ofMIPRecap whatassistance hasbeen providedat the end ofthe callDeescalatedupsetcustomer"Can Do"statementusedExpressedEmpathyAsked thecustomer aconnectionquestionFCRRepeatedthecustomer'sreason forcallingFree!Made apaymentAuthenticationSuccessfullyCompleted/AcknowledgedCompleted atask withouthaving to callanotherdepartmentExhibited the"Thankful"element ofMIPUsed Step-Up toPerform aHigh-riskRequestRepresentativeasks customera connectionquestionIssued areplacementcredit cardProvidedself-serviceoptions(OLB/MobileApp/ATM)Exhibited the"Welcoming"element ofMIPRecap whatassistance hasbeen providedat the end ofthe callDeescalatedupsetcustomer"Can Do"statementusedExpressedEmpathyAsked thecustomer aconnectionquestionFCRRepeatedthecustomer'sreason forcalling

Call Shadowing Bingo - Call List

(Print) Use this randomly generated list as your call list when playing the game. There is no need to say the BINGO column name. Place some kind of mark (like an X, a checkmark, a dot, tally mark, etc) on each cell as you announce it, to keep track. You can also cut out each item, place them in a bag and pull words from the bag.


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  1. Free!
  2. Made a payment
  3. Authentication Successfully Completed/ Acknowledged
  4. Completed a task without having to call another department
  5. Exhibited the "Thankful" element of MIP
  6. Used Step-Up to Perform a High-risk Request
  7. Representative asks customer a connection question
  8. Issued a replacement credit card
  9. Provided self-service options (OLB/Mobile App/ATM)
  10. Exhibited the "Welcoming" element of MIP
  11. Recap what assistance has been provided at the end of the call
  12. Deescalated upset customer
  13. "Can Do" statement used
  14. Expressed Empathy
  15. Asked the customer a connection question
  16. FCR
  17. Repeated the customer's reason for calling